PBX Maintenance

The New York State Office of Mental Health (OMH) is seeking a contract for PBX maintenance services across multiple state psychiatric facilities statewide, with an Invitation for Bid (IFB 24-194) released on January 15, 2025. The procurement requires comprehensive maintenance and support for existing PBX phone systems, including 24/7 remote system monitoring, analog and digital ports maintenance, testing and troubleshooting, configuration of phone extensions and voicemail boxes, call routing management, network performance monitoring, hardware provisioning, and technical end-user support. The contract will cover approximately 10,677 users across eleven facilities with legacy PBX systems including Nortel, Avaya G3, and Avaya IP Office platforms, most of which are end-of-life or end-of-support. Potential bidders must demonstrate at least three years of experience performing similar services and submit comprehensive documentation including vendor responsibility questionnaires, insurance certificates, and sexual harassment prevention certifications. Key dates include a January 23, 2025 deadline for submission of questions, with OMH answers provided by February 11, 2025, and a final bid submission deadline of February 20, 2025, at 3:00 PM EST. The contract will be awarded to the responsible and responsive bidder offering the lowest total bid amount while meeting all mandatory requirements, with a contract term spanning five years from April 1, 2025, through March 31, 2030.

The procurement includes specific supplier diversity requirements, with mandatory participation goals of 16% for minority-owned businesses, 14% for women-owned businesses, and 6% for service-disabled veteran-owned businesses. Previous contract holders include Meridian IT Inc. and Norstan Communications, Inc. d/b/a Black Box, indicating an established market for these services. The existing infrastructure consists of various aging PBX systems with limited remote access capabilities, with an eventual planned transition to a UniteNY Cisco platform, though no definitive timeline is provided. Bidders must be prepared to provide comprehensive on-site support services across multiple facilities, understanding the complex and aging technological environment. While specific budget ranges are not explicitly detailed, the cost proposal spreadsheet provides a template for vendors to submit comprehensive pricing across eleven psychiatric facilities. The contract includes specific insurance requirements, such as commercial general liability insurance with limits of $1,000,000 per occurrence and $2,000,000 aggregate. Payment will be processed monthly through electronic submission to the NYS Office of the State Comptroller, with no travel expenses or time reimbursed and fixed pricing for the entire contract term.